- Bring to life the voice of Shopee’s customers using quantitative and qualitative data
- Identify drivers of customer satisfaction and advise senior management on priorities
- Partner with stakeholders across the organization to develop customer experience improvement initiatives
- Drive initiatives to develop listening capabilities across the customer journey so as to develop both strategic and tactical insights.
- Work with local Shopee teams to represent the voice of our users.
- Be willing to travel to Southeast Asia countries and Taiwan
- 5 – 12 years’ managing and improving a Voice of Customer program.
- Expert at designing and analyzing questionnaires and interviews
- Strong quantitative and qualitative analytical ability
- Strong communication skills in English
- Verbal and written fluency in a Southeast Asian language is a big plus (e.g. Bahasa, Vietnamese, Thai)
- Familiarity with SQL